--- title: "Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Freshservice the right Help Desk solution for you? Explore 771 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://bx-capterra-k5jkkbcd6-g2dm.vercel.app/p/132997/Freshservice/reviews/" page_type: "reviews" language: "en" --- Freshservice 4.5 (771) [View alternatives](https://www.capterra.com/p/132997/Freshservice/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated July 23rd, 2026 # Reviews of Freshservice Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews NO Nathalie O Scrum Master ITNon-Profit Organization Management, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers extensive "out-of-the-box" features, its true power emerged when I integrated custom code.“ February 13, 2026 AC Ariel C Technical Support AnalystEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature.“ March 12, 2026 AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support.“ June 10, 2026 DV David V Customer Supoort ManagerInformation Services, 11 - 50 employeesUsed the software for: 1-2 years. “The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher tiers, that's an issue that may me improved“ March 12, 2026 AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “It helps streamline IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance.“ June 10, 2026 WS Wilben S Cloud EngineerFinancial Services, 51 - 200 employeesUsed the software for: 1-2 years. “Additionally, for me, it lacks some functionalities like the SLA reset timer, because I tend to breach the SLA, especially when the ticket is only forwarded.“ May 26, 2026 AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “It helps streamline support operations, improve response times, and maintain service quality through SLA management and reporting. While there are some limitations around advanced customization and reporting, the platform is reliable, easy to use, and well-suited for organizations looking to improve their IT service delivery processes.“ June 10, 2026 LB Lucas B IT Service Desk AnalystFinancial Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around.“ February 19, 2026 ## Showing most helpful reviews Showing 1-25 of 771 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use James W. Salesforce Administrator Higher Education Used the software for: 2+ years ### "Great IT Ticketing System" July 10, 2026 5.0 We use Freshservice for ticket management, change management, knowledge base, and more. Most of all, it has been a very helpful tool for our IT team to manage incidents, feature requests, and projects. Pros With this platform, there's a clean interface, you can efficiently manage tickets, customize fields, automate ticket properties, integrate with Slack, and more. Cons It would be nice to have a few more features. For examples: - the ability to edit ticket work type on the list view - have a list view of both tickets assigned to me and tickets I'm watching - set colors of tickets based on field properties Review Source JN James N. Strategic Projects and Operations Manager Hospital & Health Care Used the software for: 2+ years ### "Good and bad, but really just good" May 20, 2026 5.0 Pros I love their support. it is so easy to get in touch and get the help you need when you need it. They walk you through the steps to fix problems and find you solutions, Cons There are not any cons for our use case of Freshservice. It is our IT ticketing system and automation support ticketing system, if we want it to do something it is low code to automate it or easy to call and get a walk through for it. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Freshservice it was a better product. overall it did what we want Review Source JO Jaylen O. HR Retail Used the software for: I used a free trial ### "Thought out layout but too expensive " February 20, 2025 3.0 It was significant other than the overall price. It made us completely take it off of the possible software uses for us. Pros Our business enjoyed the organization of the setup and how easy it was to find everything we needed. We used the Purchase Order system the most. Cons The one thing that turned us away was its priceThe main reason we decided not to continue using their service was the price. As a small business, the cost they were asking for was higher than we could fit into our budget, especially for purchase orders. Once the trial period ended, we stopped using their service.. As a small business, they were asking for a price higher than we could add to the budget to use it, mainly for purchase orders. As soon as the trial ended, we no longer used them. Review Source MI Marika I. Service Desk Lead Maritime Used the software for: 2+ years ### "My honest review for Fresh service " May 15, 2026 4.0 My overall experience with Freshservice has been very positive, although there are still areas that could be improved. One enhancement that would be very helpful is more flexible and user-friendly reporting, especially for tracking updated or worked-on tickets. For example, having an easier way to generate reports showing all tickets an agent has touched within a weekly or monthly period would greatly improve operational visibility and performance tracking. Currently, this option seems limited or not easily accessible within Analytics. Pros One of the features I really love in Freshservice is the execution scenarios that can be manually configured to help automate tasks and make ticket handling much faster and more efficient. I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk operations. Cons One area I would like to see improved in Freshservice is the Knowledge Base functionality. It would be beneficial to have more category and classification options to better organize KB articles, especially for larger environments with multiple support groups and services. Additionally, adding more customization and formatting features would help make KB articles more visually appealing, engaging, and easier for end users to follow. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) We transitioned from ServiceNow to Freshservice approximately four years ago as part of our effort to improve and modernize our IT Service Management operations. Since the transition, Freshservice has provided a more user-friendly and intuitive platform for both agents and end users, helping streamline ticket management, service requests, and overall support operations. The platform has also continued to evolve over the years, especially with the addition of AI-driven features and automation capabilities that help improve efficiency, response times, and user experience across the Service Desk. Review Source SP Shailesh P. Technical Leader Information Technology and Services Used the software for: 2+ years ### "Great Tool for Helpdesk " July 14, 2026 5.0 We've had a good experience using Freshservice so far. It has become a part of our daily operations, especially for handling developer tickets, customer issues, service requests, and incident tracking. The dashboards make it easy to see what's pending, and SLA tracking helps us stay on top of response times. Our team doesn't have to chase updates anymore because everything is available in one place. Overall, it's a dependable platform that has helped us improve the way we manage support. Pros We introduced Freshservice while looking for a better way to manage internal support and customer requests. Before that, we were juggling emails and spreadsheets, which often led to missed updates. After moving to Freshservice, everything became much easier to track. Tickets are well organized, it's simple to assign work to the right person, and everyone can see the current status without asking around. The automation features have also reduced a lot of repetitive work. Cons There wasn't much to complain about, but we did spend some time adjusting workflows during the initial setup. Once we understood how everything worked, the system fit our process quite well. More ready-to-use templates for different industries would be a nice addition. Review Source HP Hardik P. Sr. Software Engineer Information Services Used the software for: 6-12 months ### "Simple, dependable helpdesk ticketing with solid automation" July 7, 2026 4.0 On the whole, it's been a dependable tool for handling helpdesk requests. Tickets move through the system smoothly, automation takes a lot of the repetitive work off the team's plate, and new agents pick it up fast. It's not without rough edges - reporting flexibility and mobile features could definitely be better - but for day-to-day ticket management it gets the job done well and hasn't given us major headaches. Pros The biggest plus for us has been how simple it is to manage day-to-day support tickets without a messy learning curve. The interface is clean, so agents can jump in and start working tickets without needing weeks of training. Automation has been a real time-saver too - auto-assigning tickets, sending reminders, escalating anything that's overdue, all without someone having to babysit it manually. The knowledge base feature has also cut down on repetitive tickets since users can often find answers themselves before raising a request. Whenever we've needed help, support has been quick to respond and actually useful, not just scripted replies. Cons Reporting is probably the weakest part. The built-in dashboards cover the basics fine, but if you want something more custom, it gets a bit fiddly and you often end up pulling the data out to work with it elsewhere. The mobile app is another area that needs work - some ticket actions that are easy on desktop just aren't there on mobile yet, which slows things down when you're away from your laptop. Pricing structure can also be a little confusing at first since it's not always obvious what's bundled into each plan. Review Source AM Ajay M. Technical Architect Information Services Used the software for: 1-2 years ### "Solid ITSM tool, automation makes a real difference" July 2, 2026 5.0 Been using Freshservice for our IT team and honestly it's made day to day support so much easier. Ticket management is solid, everything stays organized and resolution times have gone down since we started using it. The automation is probably my favorite part, ticket routing and escalations just happen on their own now instead of someone manually assigning stuff. Asset tracking is also handy, having hardware and software info right next to the tickets saves a lot of back and forth during audits. Not everything's perfect though. Reporting could be more flexible, we usually export stuff to Excel to build the reports we actually need. Mobile app is a bit clunky too when you're trying to update something quickly on the go. Pricing goes up once you add the automation and asset features, so worth keeping in mind if you're a smaller team. Still, it's the tool we rely on daily and I'd recommend it if you want your support process to feel less chaotic. Pros We've been using Freshservice for almost 2 years now across our IT support team, and honestly it's become one of those tools we don't even think twice about anymore, it just works. The ticket management system is probably my favorite part; everything is organized in a way that actually makes sense, and our resolution times have noticeably improved since we moved to it. What I really appreciate is how easy it was to get the team onboarded, we didn't need a ton of training, most people picked it up within a few days. The workflow automation has honestly saved us so much manual work. We've set up automated ticket routing and escalation rules that used to take someone sitting there manually assigning tickets, and now it just happens. Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made audits way less painful. Customer support from Freshservice's side has also been solid whenever we've run into issues, responsive and they actually solve the problem instead of just sending generic articles. Cons If I'm being honest, the reporting/analytics dashboard could use more customization, we sometimes have to export data and build our own reports in Excel to get the exact view we need for management. Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go. Pricing tiers can also get expensive once you start needing the more advanced automation and asset management features, so smaller teams might feel that jump. Overall though, none of these are dealbreakers, after 2 years, it's still our go-to tool and I'd recommend it to any team looking to get their IT service management organized. Review Source PG Princy G. Social Media Specialist Marketing and Advertising Used the software for: 1-2 years ### "Powerful ITSM Platform with Excellent Customer Support and Automation" June 1, 2026 5.0 My overall experience with Freshservice has been very positive. The platform has helped improve service desk efficiency, reduce ticket resolution times, and enhance visibility across support operations. Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity. The platform delivers strong value for money by combining ticket management, asset management, workflow automation, reporting, and self-service capabilities into a single solution. Customer support has been responsive and helpful whenever assistance was required. Overall, Freshservice is a reliable, feature-rich IT service management platform that has made our support processes more organized, efficient, and scalable. Pros Freshservice offers an excellent balance between powerful functionality and ease of use. The ticket management system is intuitive, making it easy to track, prioritize, and resolve incidents efficiently. Workflow automation has significantly reduced manual effort, while the self-service portal and knowledge base help users find answers quickly. I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations. Cons Although Freshservice provides extensive customization and advanced features, some configurations can require additional setup time and a learning curve for administrators. Creating highly customized reports may not be as straightforward for new users, and certain advanced features are available only in higher-tier plans. However, these limitations are relatively minor compared to the overall value the platform provides. Review Source DK Deep K. Marketing Manager Marketing and Advertising Used the software for: 2+ years ### "A Reliable ITSM Platform That Gets the Basics Right" May 27, 2026 5.0 Freshservice is a cloud-based ITSM platform that strikes a practical balance between functionality and usability. Its clean interface and short learning curve make onboarding straightforward, and the core modules — incident, problem, change, and asset management with a built-in CMDB — cover most day-to-day IT operations without heavy configuration. Automation and integrations help consolidate fragmented tooling, and reporting dashboards give decent operational visibility. The trade-offs show up at the edges: advanced customization, deep reporting, and complex integrations can feel constrained, often requiring workarounds or higher-tier plans. AI-assisted features are improving but not consistently reliable. Overall, it's a strong fit for small and mid-sized IT teams; larger enterprises with complex needs may find it limiting. Pros \-Clean, straightforward interface that doesn't require much training to become productive — not over-architected like some competitors, which makes onboarding fast for IT teams. -Strong core ITSM coverage out of the box — incident, problem, change, and asset management plus a CMDB on a single platform, so teams can consolidate fragmented tooling. -Automation of ticketing and asset tracking reduces manual work and downtime, which is the most commonly praised efficiency win. -Centralizes requests and offers solid collaboration through integrations, helping teams move off patchwork tools (separate ticketing, asset, and PM systems). -Real-time reporting and dashboards support data-driven decisions, and the platform is GDPR-compliant with SSO, role-based access, IP whitelisting, and MFA available. -Generally seen as offering good value relative to ServiceNow and Jira Service Management, especially for small and mid-sized IT teams. Cons \-Custom workflows can feel limiting on the base tier, particularly for more advanced automation — you often need to move up a plan to unlock what you actually need. -Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds. -Reporting is restrictive — users note you can't always pull the views you want (for example, reports on conversations or replies). -Large data imports can get stuck, which isn't a problem seen as often in competing tools. -AI features, while improved, still misclassify or escalate nuanced requests incorrectly. -Integrations with external systems can be complex and may require specialist skills; scaling to very large enterprises can expose limits in handling peak ticket volumes. -Pricing perception varies — some smaller buyers in recent Capterra reviews flagged value-for-money concerns at higher tiers. Review Source William L. Senior IT Executive Logistics and Supply Chain Used the software for: 1-2 years ### "FreshService Survey" May 20, 2026 4.0 So far managers is able to track the ticket and target what is the most common issue. We will have monthly report in which we put in our slides. Pros Able to let user open ticket, for HR, have OnBoarding. Able to keep track instead of manually inform other IT admin that there is a case Cons The admin have to pay extra. Sometimes we need to have whole IT group inside. Not really suitable for small company less than 100 as people will still walk to IT dept for help. If changes to management have to manually change Review Source TR Tushar R. Support Team Lead Information Services Used the software for: 2+ years ### "Well-structured platform for managing IT support teams efficiently" March 30, 2026 5.0 Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. Pros From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. Cons Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We evaluated ServiceNow, but Freshservice felt easier to adopt for our team. The interface is simpler, and setup required less effort compared to other tools. It fit better with our current workflow and was quicker to implement. Review Source MM Mahesh M. IT Security Engineer Information Services Used the software for: 2+ years ### "Reliable ITSM tool with Strong Automation and Clean UI" March 16, 2026 5.0 Overall, my experience with Freshservice has been very positive & Great. It provides a reliable ITSM platform that simplifies incident management processes. The UI is well designed and feels modern, making navigation and daily operations easier for IT teams. The ticketing system is well organized, automation features help reduce manual workload and the platform offers good visibility into IT operations. It also supports better collaboration between IT teams through centralized request tracking and workflow management. With proper configuration, Freshservice can significantly improve service delivery efficiency and operational control. Pros Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management. Incident, problem, and change management workflows are easy to configure and help standardize support operations. Automation rules and workflow orchestration reduce manual effort and improve response efficiency. The platform also integrates well with other tools, which helps maintain better visibility across IT operations. Overall, it improves team collaboration, request tracking, and service delivery performance. Cons Some advanced configurations require time to understand, especially when setting up complex workflow automations and integrations. Reporting customization can also be limited for organizations that require very detailed analytics. Initial setup for large environments may require careful planning to properly configure service catalogs, asset management, and automation rules. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing Freshservice We compared Freshservice with ManageEngine ServiceDesk Plus. Freshservice stood out because of its modern UI, easier configuration and better automation features. It was simpler for our team to adopt and manage daily IT support operations. Review Source CK Chris K. Senior Director Global Ops and Support Media Production Used the software for: 2+ years ### "They are actually Uncomplicating it for their customers" March 12, 2026 5.0 Excellent, they have actually uncomplicated ITSM and Enterprise Service Management. We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team. Pros Very affordable compared to competitors. It is easy to manage, maintain, and develop without a dedicated team, which is very helpful! Cons Some features/enhancements take years to implement. We've had enhancement requests that are system-wide, not specific to us as a customer and they still haven't been rolled out after 3-4 years of being on their 'Roadmap'. Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Seemed like we'd be able to get more value out of the system for our company, and it was significantly cheaper without compromising on the functionality we needed. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Too difficult to manage/enhance. Significantly more expensive. Poor customer management. Felt like a hostage during negotiations not a customer/partner. Review Source WA Werner A. IT Support Non-Profit Organization Management Used the software for: 1-2 years ### "Freshservice - a game changer" February 17, 2026 5.0 Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. Pros The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. Cons Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. Switched from [Hiver](https://www.capterra.com/p/142975/Hiver/) Was not giving us the needed modules that we need for what we wanted to do. Also we outgrew this application Review Source MO Mark O. Head of Managed Services Information Technology and Services Used the software for: 1-2 years ### "The best ITSM tool in all the areas that matter." March 16, 2026 5.0 Overall it is the best ITSM tool I have ever used. It is the best combination of price, ease of use and extensibility. Pros Ease of use reduces operational cost, and increases ROI on CSI and automation initiatives. Integrations are simple to implement. Very responsive support team! Cons Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either). Out of the box integrations not as braod as some competitors. The available licensing is not as flexible as other tools. Access permissions (e.g., what parts of the system you can administer) are not granular (e.g., need to be admin to do simple things like add Vendor). Base-level CMDB functionality could be better - especially for software. Alternatives considered [HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Ease of use/configuration. Halo was actually our first choice but quickly became too complex for a basic implementation. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Ivanti no longer met our needs - expensive, complex and was not keeping pace with modern features. Review Source NF Niklas F. IT Lead Medical Practice Used the software for: 2+ years ### "Great value for money" January 16, 2026 5.0 All in all, I think Freshservice is great value for money and it gives you almost all the tools you need for small and medium sized companies. At a company of 300 users with a small IT team (meaning no team dedicated to ITSM systems), Freshservice has been great Pros The interface is easy to use, making it easy for me to delegate tasks to workspace admins for them to manage their own setup. The automation engine is also a great tool considering the price. In my experience, the team at Freshworks has been supportive whenever I needed them. Cons In some areas, like the visible fields, I would like some more options for customizing it. Several apps/add-ins (such as the Intune integration) is still lacking compared to competition and appears unstable. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Pricing and the fact that we did not have a team dedicated to manage ITSM Review Source ST Sean T. Director of Cloud Infrastructure and Operations Staffing and Recruiting Used the software for: 6-12 months ### "Solid product with a great account team" May 15, 2026 5.0 Overall, I am a happy first time user of the tool and find it exceptionally user friendly and easy to use. I have recommended colleagues in the field who may be fed up with some of your competitors that they should give Freshservice a look. Pros Prompt and friendly customer service. Get a wide range of functionality and services in a single license without having to constantly be triggered to buy add-ons. My service team is engaged and constantly bringing forward ideas and solutions to help improve my organization and the use of the product. In addition the user interface is straight-forward and easy to pickup for administration of the environment. Prior to my current role I had not used or been aware of Freshservice and it was easy to pickup and begin being productive in from day 1. Cons The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role. I've struggled a bit in getting the reporting just right for what I'm looking for. I generally like to do things on my own, and there was some frustrations in being able to get what I needed. However, on the flip side of that I was able to reach out to my account team and they helped build out what I was looking for quickly. Review Source SS Shubham S. Sr. Network Engineer Information Technology and Services Used the software for: 6-12 months ### "Good support tool for handling day-to-day IT and network issues" April 4, 2026 5.0 In day-to-day work, it has been helpful in managing requests and keeping track of ongoing issues. It gives better visibility compared to manual tracking or emails. From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly. Pros What I like is how it keeps everything in one place when handling issues. For network-related tickets, having proper details and history helps a lot during troubleshooting. It’s easy to check updates, assign tasks, and follow up without confusion. The system also helps reduce back-and-forth communication between teams. Cons Sometimes it takes time to adjust things based on how we actually work, especially when customizing workflows. Also, while handling multiple tickets together, it can feel a bit slow. Reporting is there, but getting exactly what we need requires some effort. Review Source DF Deste F. IT HelpDesk Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient and User-Friendly ITSM Tool with Strong Automation Capabilities" March 29, 2026 4.0 Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration. It strikes a good balance between usability and functionality, making it suitable for both mid-sized and large organizations. While there are minor drawbacks in reporting and support responsiveness, the platform delivers consistent performance and automation benefits that save time and improve service quality. Pros Freshservice offers strong value for money with a rich feature set that supports ITSM processes end-to-end. The interface is intuitive, making it easy for teams to adopt quickly without heavy training. Automation capabilities significantly improve efficiency by reducing manual tasks, especially in ticket routing and SLA management. Collaboration tools, such as shared ownership and internal notes, enhance team productivity. Integration with Microsoft and other tools is smooth, enabling centralized workflows and better visibility across systems. Cons Customer support can sometimes be slow or inconsistent when handling complex issues. Certain advanced configurations, especially in automation and workflows, are not very user-friendly and may require trial and error. Reporting and analytics, while useful, feel somewhat limited and lack deeper customization. Occasional bugs and UI glitches can disrupt workflows. Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value. Review Source CC Christian C. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Good service!" January 27, 2026 4.0 Overall, the experience is good. Taking the time to fix the issues I mentioned will make it better for me. Pros Navigating and learning the basic functions as a regular team member is relatively easy, but delving into more advanced features can be challenging. I've encountered some issues with the Freshservice representatives, as they sometimes struggle to understand my needs, possibly due to a language barrier. I believe they need to improve the workflow because some of the data I require is only available in Freshdesk, which we don't need to use. Additionally, I've experienced issues with certain workflows that have never worked, even with a representative's assistance. On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure. Cons Some features in the workflow need additional fixing. The API is not functional most of the time. We require more detailed information when retrieving analytics, such as the number of tickets each member has for the year. I was unable to create a graph with the basic analytics provided. Review Source JM Jorge M. IT COORDINATOR Health, Wellness and Fitness Used the software for: 6-12 months ### "A powerful and user friendly tool that simplifies user support" January 15, 2026 5.0 My overall experience with Freshservice has been very positive. Even while I am still learning the platform, it already feels like a powerful and reliable tool that helps me deliver better service to my users. It has clearly improved how support requests are handled and has made IT service management more structured and efficient. Pros What I like most about Freshservice is how much it simplifies day-to-day user support. The interface is clean and easy to use, which has helped me quickly adapt while continuing to learn the platform. Ticket management, automation, and the self-service portal make it much easier to stay organized and provide faster, more consistent support to users. Cons I am still learning all the features, and some advanced capabilities especially AI powered tools are limited to higher-tier plans. I would love to see AI included in lower plans so teams can fully experience the potential Freshservice has to offer and better understand its value early on. Review Source AC Ariel C. Technical Support Analyst Education Management Used the software for: 2+ years ### "FreshService experience" March 12, 2026 5.0 Our overall experience has been great, we love how efficient it works with all the communications, the indented responses, the merging, the option of managing the categories for the issues requests. We think in general it is an amazing product that FreshService should be proud of. Pros This is a great tool for IT support teams, and I believe it can be use for another teams in an organization like Facilities. We love the fact that we can create a KB with solutions and point them on our replies to issues. The team can interact easily agent-to-agent and user-to-agent, and we can keep track of all issues in a very effective way. Cons We found it a little expensive, and it turned it was the fact that we were not using some of the included features in our license tier, so we are updating the plan in our next renewal. Maybe the AI component is not as good as expected, but we have not had the time to use it properly to full extent. The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature. Review Source LB Lucas B. IT Service Desk Analyst Financial Services Used the software for: 6-12 months ### "Simple, Reliable, and Easy to Use" February 19, 2026 4.0 My overall experience with Freshservice has been very positive—it strikes a great balance between being powerful enough for complex ITSM needs and simple enough that teams can adopt it quickly. The interface feels modern and intuitive, the workflows help eliminate a lot of manual effort, and having incidents, service requests, assets, and automation all tied together creates a smooth, cohesive environment. While there are moments where you bump into feature limitations or paywall‑gated capabilities, the day‑to‑day usability and the clarity it brings to IT operations make it a genuinely helpful platform to work with. Pros Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation removes a ton of repetitive work, and the built‑in asset management gives you clear visibility without feeling overwhelming, making it a tool that genuinely improves daily workflows rather than adding complexity Cons The thing I liked least about Freshservice is that some of the more advanced features—especially around automation, asset discovery, and customization—can feel a bit limited unless you move up to higher‑tier plans, which makes it harder for smaller teams to fully leverage the platform. Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around. Review Source Anida P. Graphic designer Retail Used the software for: 1-2 years ### "Efficient Ticket Management with Room for Creative Collaboration Improvements" March 19, 2026 5.0 Overall, my experience with Freshservice has been positive. It helps maintain organization and ensures that no request is missed. As a graphic designer, it supports structured communication, although some improvements in creative collaboration features would make it even more effective. Pros Freshservice provides a clear and organized way to manage incoming requests. I especially like how tickets are structured, making it easy to track design tasks, communicate with requesters, and prioritize work efficiently. The interface is intuitive, which helps streamline my daily workflow as a graphic designer. Cons Sometimes the system can feel a bit rigid when handling creative requests, especially when more flexibility or visual context is needed. It would be helpful if there were better options for previewing design assets or collaborating visually within tickets. Review Source ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering Information Technology and Services Used the software for: 1-2 years ### "User-Friendly ITSM Solution with ease Automation" March 24, 2026 4.0 Overall, my experience with Freshservice has been very positive. It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations. The platform is reliable, easy to use, and has supported our growing requirements effectively. Pros User-friendly interface, strong automation for ticketing and SLAs, and excellent asset management/CMDB capabilities. Cons Customization can be somewhat limited for complex workflows and reporting needs. Some advanced features require additional configuration, and pricing is on the higher side as you scale Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.